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@morganhewitt
Experienced IT professional with a focus on customer support and management.
ZimbabweI am a dedicated IT professional with extensive experience in customer support and service management. Currently, I serve as a Customer Support Analyst at MHA MacIntyre Hudson, where I act as an escalation point for our outsourced support team and play a crucial role in IT migration projects. My ability to lead cross-departmental application support and manage multiple office IT needs has been instrumental in delivering service improvement projects and enhancing user experience.
Previously, I have held roles such as Service Desk Analyst and Support Analyst, where I honed my skills in managing service requests, implementing infrastructure projects, and improving first-time fix rates. My achievements include basic PowerShell scripting and contributing to the documentation library, which significantly improved support efficiency. I am committed to continuous learning and have pursued various certifications to enhance my technical skills and leadership capabilities.
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Work history, roles, and key accomplishments
MHA MacIntyre Hudson
Jan 2024 - Present (1 year 10 months)
Served as an escalation point for outsourced 1st line support and internal team members, managing tickets via Ivanti ISTM and Freshdesk. Played an integral role in the IT migration team during company mergers and successfully led the student intake project. Headed IT operations for three different offices, fostering strong relationships with board members.
Hymans Robertson
May 2023 - Oct 2023 (5 months)
Accurately recorded and managed all service and support requests on ManageEngine, ensuring correct categorization and prioritization. Took ownership of end-user requests, utilizing internal and external resources for issue resolution. Actively supported the infrastructure team in daily system monitoring and engaged in the implementation of infrastructure projects.
Virium Tech
Dec 2022 - Apr 2023 (4 months)
Delivered an improved user support experience with a focus on first-time fixes, providing triage, 1st, and 2nd line support across various technologies. Managed on-premises Active Directory, including regular maintenance, patching, and user management. Ensured company VPNs were correctly set up and functioning, providing necessary troubleshooting.
CyberOne
Feb 2022 - Dec 2022 (10 months)
Progressed rapidly to Team Lead, driving efficiencies and implementing a comprehensive training program for Service Desk members. Managed support for large portfolio customers, ensuring the highest quality of service across a broad range of technologies. Conducted root cause analysis meetings, developed service improvement plans, and exceeded customer SLAs.
Degrees, certifications, and relevant coursework
Certificate, Cybersecurity
Currently completing the ISC2 CC course, focusing on foundational cybersecurity principles and practices.
CCDiploma of Higher Education, Forensic Science and Criminology
Pursued a Diploma of Higher Education in Forensic Science and Criminology, gaining insights into investigative techniques and criminal justice.
MCCertificate, Team Leadership
Obtained a Certificate in Principles of Team Leading, developing skills in leadership, team management, and effective communication.
Certificate, Customer Support
Completed the Fresh Desk foundational course, gaining essential knowledge in customer support and help desk operations.
Certificate, IT Service Management
Completed the Fresh Service integrations course, focusing on integrating various services within the Fresh Service platform.
Certificate, IT Service Management
Completed the Fresh Service advanced course, enhancing skills in advanced IT service management functionalities.
Certificate, Customer Support
Completed the Fresh Desk advanced certification course, demonstrating expertise in advanced Fresh Desk functionalities and best practices.
SICertificate, Service Desk Operations
Achieved the SDI Service Desk Analyst certification, validating proficiency in service desk operations and best practices.
CACertificate, Cyber Security
Completed the Cyber Security Essentials course, focusing on essential cybersecurity practices and threat mitigation.
NAGCSEs, General Studies
Achieved GCSEs including English, Mathematics, and Sciences, demonstrating foundational academic proficiency.
CACertificate, Networking
Completed the Networking Essentials course, acquiring fundamental knowledge in networking concepts and protocols.
CACertificate, Cyber Security
Completed the Introduction to Cyber Security course, gaining foundational knowledge in cybersecurity concepts and principles.
LAAS Levels, Science and Mathematics
Completed AS Levels in Biology, Chemistry, Mathematics, and Sports Science, building a strong foundation in scientific and analytical subjects.
Software and tools used professionally
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